The player from India had difficulties withdrawing 20620 rupees from 1win casino. After he had submitted all documents for verification, the casino had blocked his account, citing rule no. 9.7 as the reason, despite him having played live games without using any bonuses. The Complaints Team had engaged with both the player and the casino to better understand the situation. The casino eventually agreed to refund the player's balance and stated that the funds had been sent. However, the lack of confirmation from the player led to the complaint being rejected.